Job Description

****PepperPointe Partnerships is searching for an experienced IT Specialist for our Virginia dental practice locations**** This role is based in Virginia and can be full-time or part-time

PepperPointe is looking for individuals who are excited by, and thrive in, an environment of impactful change. Our team spirit is evident every day, and we let our passions and creativity foster innovation. We take big swings, set ambitious goals, and challenge each other.  

If you are determined , solutions-oriented, collaborative, and committed to excellence, then we would love to have you join our organization as we work to make a positive impact in the communities we serve.  

The IT Specialist will be responsible for providing technical assistance and support related to computer systems, hardware, and software. You will handle support requests, troubleshoot issues, and ensure that our technology infrastructure runs smoothly. This position requires excellent problem-solving skills, strong communication abilities, and a dedication to customer service.  

• Manage Help Desk Tickets: Efficiently manage and prioritize tickets assigned to the help desk queue to ensure timely resolution of issues.  

• Multi-channel Support: Provide prompt and effective responses to queries received via chat, email, or phone, ensuring high levels of customer satisfaction.  

• Staff Training: Train staff members on troubleshooting and diagnosing technical problems, enhancing their ability to independently resolve issues.  

• Documentation: Create, update, and maintain comprehensive training manuals for new and existing software and hardware, ensuring clear and accurate information.  

• Technical Assistance: Offer expert technical assistance to address questions and problems, guiding users to effective solutions.  

• Network and Systems Troubleshooting: Diagnose and resolve issues with networks and other computer systems, ensuring minimal downtime and disruption .  

• Error Resolution: Identify and resolve system errors and other technical issues, utilizing a methodical approach to problem-solving.  

• Feedback and Improvement: Solicit feedback and monitor communications to continuously improve training methods and support processes.  

• Data Analysis: Generate and analyze reports to identify common complaints and recurring problems, implementing solutions to reduce future occurrences.  

• Software Management: Install, update, and change software as necessary to fix issues and improve system performance.  

• Remote Support: Access client hardware or software remotely to make necessary changes and resolve issues efficiently.  

• Hardware Installation: Install and configure computer hardware as required , ensuring optimal performance and compatibility.  

• System Implementation Support: Assist in system implementation efforts, including decryption and data conversion, to ensure smooth transitions.  

• Travel Requirements: Frequent travel to our practices throughout Virginia as needed to provide on-site support and training. 

• Additional Responsibilities: Perform other duties as assigned to support the overall IT function and organizational goals.  

• Proven Experience: Demonstrated experience as an IT Support Specialist or in a similar role, with a track record of effective technical support.  

• Technical Knowledge: Strong understanding of computer systems, networks, and software applications, ensuring comprehensive support and troubleshooting capabilities.  

• Problem-Solving Skills: Excellent problem-solving abilities, with a methodical approach to diagnosing and resolving technical issues.  

• Communication Skills: Outstanding written and verbal communication skills, to effectively interact with users and team members.  

• Customer Service Orientation: Strong commitment to providing exceptional customer service, ensuring user satisfaction and building trust.  

• Interpersonal Skills: Exceptional interpersonal skills, including active listening and empathy, to understand and address user concerns effectively.  

• Team Collaboration: Ability to work independently and collaboratively as part of a team, fostering a cooperative and supportive work environment.  

• Remote Support Proficiency: Proficiency in remote support tools and software installation, enabling efficient resolution of issues from a distance.  

• Professional Conduct: Conducts oneself with professionalism and tact, treating others with respect and consideration in all interactions.  

• Reliability: Consistently follows through on commitments, demonstrating reliability and accountability.  

• Professionalism: Maintains a professional attitude and appearance, representing the company positively.  

• Organizational Skills: Excellent organizational abilities, ensuring efficient management of tasks and resources.  

• Time Management: Strong multitasking and time-management skills, with the ability to prioritize tasks effectively to meet deadlines.  

• Adaptability: Openness to new ideas and willingness to try new approaches , adapting to changing technologies and user needs.  

• Documentation Skills: Ability to develop and maintain clear and comprehensive documentation for troubleshooting and support processes.  

• Continuous Improvement: Commitment to soliciting and acting on feedback to continuously improve the IT support experience for end-users.  

What We’ll Offer in Return  

• Pay DOE $40,000-$50,000

• 401K with company match  

• A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development  

About PepperPointe Partnerships  

PepperPointe Partnerships is a dental service organization (DSO) with an innovative approach to proactively address the challenges and industry changes practitioners face, create efficiencies at the practice level and provide support with non-clinical tasks, allowing practitioners to focus on providing excellent patient care. PepperPointe seeks to redefine what it means to be a DSO by fully leveraging the strengths and culture of doctor-owned dental practices, and a growth strategy for greater synergy and protection among all dental practitioners. Through the PepperPointe platform, we offer maintained doctor ownership, a collaborative network of doctors, and help clinical teams achieve the greatest success in providing excellent patient care. PepperPointe offers doctors an optimal exit and entry strategy, with partnership opportunities for every career stage, to help preserve and extend the practice legacy, and do so on their terms.  

PepperPointe is an equal opportunity employer and committed to creating an inclusive environment for all of our applicants. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All qualified applicants, regardless of personal characteristics, are encouraged to apply.  

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities , tasks, and duties. Management reserves the right to revise the job or to require that other or different tasks be performed as assigned.  

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